Day 1 | Wednesday, February 19

9:30 am - 10:00 am Check-in + Welcome Breakfast

10:00 am - 10:30 am Exchange Orientation + Opening Remarks

10:30 am - 11:00 am CMP Research Signature Study | AI for CX: Presenting CMP Research Prism for Customer Analytics

Brian Cantor - Managaing Director, Digital, Customer Management Practice

Companies are looking to better understand their customers so can serve them more proactively. That's one reason why 68% of companies are increasing investments in customer analytics tools. AI is expanding what analytics tools can do and better UX, ease of use, upgraded visualizations and more are helping analytics and Voice of Customer teams move beyond reactive data, like post-contact surveys. How should you differentiate customer analytics providers and what do marketplace trends suggest about this technology category? Learn more from CMP Research as it unveils its latest Prism for Customer Analytics Tools. 

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Brian Cantor

Managaing Director, Digital
Customer Management Practice

11:05 am - 11:50 am Roundtable A | Beyond Buzzwords: hands-on end to end product development and design ops strategies for success
Baylie Brenner-Bruzgis - Head of User Experience Operations, Twitch

Todayโ€™s CX and design teams are expected to do more with less, but often lack the practical tools to tackle resourcing, process, and operational gaps. We welcome both non-ops professionals seeking actionable insights on building budget-conscious end to end product and design infrastructure, and ops professionals looking to benchmark.


With a hands-on, interactive format, attendees will share their own experiences with resourcing, strategic gaps, design obstacles, approaches to working with these teams or in an environment absent of product or design thinking, and more, and explore practical problem-solving strategies that will resonate across industries. Skip the theory and dive into practical advice on what works and what doesnโ€™t in the evolving landscape of CX design.

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Baylie Brenner-Bruzgis

Head of User Experience Operations
Twitch

11:05 am - 11:50 am Roundtable B | Beyond the Technical: Bring the Service Vision to Life with Your Employees
Andrea Ramirez - Construction Customer Care Director, Toll Brothers

Setting clear service standards and behaviors is essential for translating your service vision into reality for frontline teams. Implementing a continuous and engaging learning program will help ensure everyone understands and integrates these standards across the organization. Additionally, commit to cultivating an empathetic, diverse, and inclusive workplace, leading to exceptional customer experiences. Join Andrea to explore effective practices that foster a high-performance culture, enhance leadership capabilities, and boost employee engagement.

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Andrea Ramirez

Construction Customer Care Director
Toll Brothers

12:00 pm - 1:00 pm Networking Lunch & Learn



1:00 pm - 2:30 pm Business Meetings

2:30 pm - 2:45 pm Comfort Break

Agentic AIโ€”AI agents that reason and autonomously use tools to accomplish real workโ€”has the potential to revolutionize customer experiences and operational efficiency. In this session, practitioners whoโ€™ve successfully navigated the journey share the essential steps for data readiness, tool selection, governance, and risk management. Discover how to avoid common pitfalls, measure ROI, and set your organization up for success as you move from prototype to production.

Key Takeaways:

  • Agentic AI Fundamentals: Grasp the core principles and real-world applications of AI agents that independently solve tasks.
  • Pilot-to-Production Roadmap: Learn practical approaches for transitioning prototypes into robust, scalable deployments.
  • Trust and Quality: Understand the frameworks needed to ensure responsible AI use and mitigate risks to protect your brand.
  • Measuring Success: Explore strategies for tracking ROI and continuously optimizing performance.


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Hobson Powell

Vice President, Global Support
LinkedIn

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Rajamma Krishnamurthy

Senior Director, Leader Enterprise AI
Microsoft

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Bob Summers

Chief Executive Officer & Founder
GoodCall

3:30 pm - 4:00 pm Networking Break


4:00 pm - 5:00 pm Business Meetings

5:00 pm - 5:15 pm Comfort Break

5:15 pm - 6:00 pm Roundtable A | From Cost Centers to Value Centers: The Evolving Role of Customer Service in an AI World
Declan Ivory - VP Customer Support, Intercom

Itโ€™s now possible for businesses to infinitely scale their support, without having to scale their teams. Most customer service teams are pivoting to AI and this change is happening fast. During this session, learn how leaders are seizing a unique opportunity to take customer service from a cost center to value center, where AI agents provide instantaneous, always available, highly personalized and accurate support, freeing up human agents to take on more complex, proactive, and value adding roles.

Key takeaways:

  • Discover how AI is informing the new economics of customer service, and how to unlock infinite scalability for your organization
  • Learn how AI is redefining the customer service role and how cutting-edge, cost effective AI tools are helping CS teams to drive customer value and business growth
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Declan Ivory

VP Customer Support
Intercom

As organizations increasingly leverage generative AI to enhance customer experiences, the foundation of success lies in a comprehensive data strategy. This roundtable will explore the intersection of AI readiness, data readiness, and the voice of the customer, providing a roadmap for organizations looking to unlock the full potential of AI-driven insights. Industry leaders will discuss best practices for structuring data ecosystems, ensuring data quality, and integrating generative AI to derive meaningful customer insights. Attendees will gain actionable strategies to build an AI-ready enterprise that prioritizes data governance, ethical AI use, and customer-centric decision-making.



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Dr. Danielle Barnes

Managing Director of Data, AI and Automations
Onemagnify

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Catherine Hayes

Senior Director, AI & Analytics Automation
Onemagnify